Retail store environment, store attachment and customer citizenship behaviour

PurposeThe purpose of this study is to investigate the impact of physical and social retail store environment, referred to as “storescape”, retail store attachment and employee citizenship behaviour towards customers on customer citizenship behaviour.Design/methodology/approachThe research employed a descriptive quantitative, cross-sectional design with a self-administered survey. Data were collected through an online research panel provider from 415 customers of department and discount department stores in Australia.FindingsThe findings show social storescape predicts customer citizenship behaviour directly, and that store attachment mediates the effect of both physical and social storescape on this behaviour. Employee citizenship behaviour towards customers was found to moderate the effect of storescape on customer citizenship behaviour. In addition, the effect of both positive physical and social storescape was found to be greater in discount department stores than department stores.Practical implicationsIn addition to highlighting the factors that drive customer citizenship behaviour, the study shows that storescape factors and their effect vary for department stores versus discount department stores.Originality/valueThis study shows the effect of storescape on customer citizenship behaviour. Drawing on resource exchange theory, this study is the first-known to identify storescape as both physical and social resources which can influence retail store attachment and customer citizenship behaviour. The study provides new insights into the differential effect of storescape in department versus discount department stores in motivating customers to engage in citizenship behaviour. Further, the study makes an important contribution by demonstrating the moderating role of employee citizenship behaviour towards customers.

Storescape and customer loyalty: employee citizenship behaviour towards customers as a catalyst

PurposeThe purpose of the current paper is to examine the relationship between storescape (retail's physical and social environment factors) and customer loyalty (CL) and how employee citizenship behaviour towards customer (ECB-C) facilitates this relationship.Design/methodology/approachThis study used a descriptive quantitative, non-experimental research method using a cross-sectional design with a self-administered questionnaire. In total, 415 department store customers in Australia responded to the survey through an online panel provider.FindingsResults confirmed the significance of all relationships between physical and social storescape factors, customer satisfaction (CS) and loyalty, except the direct effect of physical factors on CL. The findings also highlighted the interaction effect of ECB-C in the relationship between storescape factors, satisfaction and CL, indicating that these effects are stronger at higher levels of ECB-C than lower levels.Practical implicationsThe study provides insights for department store retailers, practitioners and marketing managers into the role of ECB-C in forming and shaping CS and loyalty, especially when there is a lack of storescape effect on CS and loyalty.Originality/valueThis study extends the consecutive relationship of the stimulus–organism–response (SOR) model by adding ECB-C as a moderator. The study employed resource exchange (RE) theory to investigate the direct effect of storescape on CL beyond its indirect effect through organism suggested by the SOR model.

Reenergizing Through Angel Customers: Cross-Cultural Validation of Customer-Driven Employee Citizenship Behavior

This study proposes and examines the role server-friendly customers play in the customer-employee exchange stage of service encounters, and how customer-employee exchange relates to employee organizational citizenship behaviors toward customers, colleagues, and hotel organizations. To further explain how service employees could reenergize through the psychological resources gained from server-friendly customers at the point of customer-employee exchange, conservation of resources theory was applied. Hotel employees in the United States and China were sampled to jointly examine our proposed model. Findings of this study contribute valuable theoretical implications by emphasizing the role of customer-employee exchange in the formation of employee citizenship behaviors, as well as practical implications with regard to mentoring employees, thus strategically reenergizing psychological resources and obtaining tacit knowledge of citizenship behavior and its practice.

Going the Extra Mile: Perceived Self-Efficacy, Family-Work Enrichment, Promotion Focus, and Organisational Citizenship Behaviour

Drawing on control theory, this paper moves closer to understanding the individual antecedents of employee citizenship behaviours. It explores the combined effect of three antecedents – job self-efficacy, family-work enrichment, and promotion focus – on service delivery organisational citizenship behaviour. Moderated Hierarchical Regression Modelling is performed on a sample of 198 call centre employees. The findings show a U-shaped curvilinear relationship between job self-efficacy and service delivery organisational citizenship behaviour for those employees who experience family-work enrichment. The results also confirm the three-way interaction of job self-efficacy, family- -work enrichment, and promotion focus as joint predictors of citizenship behaviour. Theoretical implications are outlined along with practical steps for employers motivated to encourage citizenship behaviours in their teams, departments and sectors.

Psychometric Properties of the Revised Organizational Citizenship Behaviour Questionnaire

Organizational citizenship behaviour is defined as “individual behaviour that is discretionary and not directly or explicitly recognized by the formal reward system and in the aggregate promotes the efficient and effective functioning of the organization” (Organ, Podsakoff, & MacKenzie, 2006). Nowadays it is one of the most widely studied phenomena in the field of organizational science (Podsakoff, Podsakoff, MacKenzie, Maynes, & Spoelma, 2014). Employee citizenship behaviour generates additional value for the organization by creating a positive social environment, improving the use of resources, coordinating activities within and between working groups, enhancingthe organization’s ability to attract and retain the best employees, maintaining organizational stability and adaptabilityto environmental changes. Meanwhile, citizenship behaviour is not widely studied in Lithuania and one ofthe reasons may be a lack of reliable and valid instruments that would correspond to the country’s cultural context.The first version of the Lithuanian twenty-nine items Organizational Citizenship Behaviour (OCB) questionnaireincluded dimensions of altruism, courtesy, civic virtue, conscientiousness, and was developed in 2013 (Bagdžiūnienė,Lazauskaitė-Zabielskė ir Urbanavičiūtė, 2013). Later, in 2014–2016, two studies were carried out with the aim torevise and confirm the structure of the OCB questionnaire and to re-evaluate its psychometric properties.In the first study, a total of 1985 employees from one Lithuanian public sector organization were surveyed online. Ninety-two percent of the respondents were female, the average age of respondents was 45.13 (SD = 10.3) years, with an average of 12.34 (SD = 7.74) years of working experience in the organization. Thirteen percent of the respondents were first-level managers. Confirmatory Factor Analysis (CFA) confirmed the five factor structure of the questionnaire; however, nine items with the lowest loadings were removed. The shortened version of the OCB questionnaire consists of five dimensions with four items in each scale. Cronbach’s alphas confirmed the reliability of each scale, the discriminant validity was confirmed by positive correlations between OCB dimensions and inrole behaviour, affective organizational commitment, job satisfaction and negative correlations with the intention to quit. In the second study, 647 employees from different organizations were surveyed online. Seventy-four percent of them were female, the average age of respondents was 30.64 (SD = 10.08) years, with an average of 4.45 (SD = 6.19) years of working experience in the organization. Sixteen percent of the respondents were first-level managers. Thirty-two percent of the respondents were from public and sixty-eight percent from private sector organizations. The five-factor structure was additionally approved by applying CFA in this sample, the invariance of the structure regarding gender, age, and status was also confirmed. Conclusion: The revised OCB questionnaire is a reliable and valid twenty-items multidimensional instrument and is congruent with the classical concept of OCB. It includes five dimensions of employee citizenship behaviour, namely altruism, courtesy, civic virtue, conscientiousness, and initiative. Limitations and practical applications are discussed.

The effects of reshoring decisions on employees

Purpose The purpose of this paper is to investigate the effects of company decisions to reshore manufacturing activities on employee citizenship behaviors (OCBs). The research considers both company motives for the reshoring decision perceived by employees and gratitude felt toward the organization as antecedents to OCBs. Design/methodology/approach The authors conducted a survey based on a sample of employees belonging to an Italian manufacturing company that had implemented a reshoring decision. Findings The employee attributions of intrinsic motives for reshoring and gratitude are shown to positively affect OCBs. Specifically, intrinsic motives influence both OCBIs and OCBOs through the mediating role of gratitude felt by employees, whereas extrinsic motives do not affect, directly or indirectly through mediation of gratitude, OCBs. Practical implications The research illustrates the importance of managing internal communications to employees of company motives for reshoring, which ultimately affect employee gratitude and OCBs. Originality/value The research contributes to the knowledge of the effects of reshoring on employees and their relationships with the firms and co-workers and introduces a new area for inquiry.